--- description: Review of HelpDesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: HelpDesk | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Complaint Management Software](/directory/499/complaint-management/software) > [HelpDesk](/software/150799/helpdesk) # HelpDesk Canonical: https://www.softwareadvice.com.au/software/150799/helpdesk Page: 1 / 9\ Next: [Next page](https://www.softwareadvice.com.au/software/150799/helpdesk?page=2) > HelpDesk.com is a cloud-based ticketing platform for customer service teams, part of the Text.com customer service platform. Small businesses and enterprise teams use it to manage tickets from email, chat, and messaging in one queue. AI handles the repetitive work: tagging, summarizing, detecting language, and suggesting replies. Automation routes tickets, escalates SLA risks, and follows up so your team stays on the tickets that need judgment. Private notes, canned responses, custom fields, and ticket assignments keep team collaboration tight. Integrations with CRM, chat, and project management tools connect HelpDesk.com to the rest of your stack, so support work doesn't live in a silo. > > Verdict: Rated **4.6/5** by 183 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 183 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Text - **Location**: Boston, US - **Founded**: 2002 ## Commercial Context - **Starting Price**: USD 29.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - AI Copilot - AI Summarization - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Assignment Management - Automated Responses - Automated Routing - Autoresponders - Batch Communications - CRM - CSAT Survey Structure - Call Center Management - Canned Responses - Case Management - Chat/Messaging ## Integrations (11 total) - Chatbot - GitHub - HubSpot CRM - Jira - LiveChat - OpenWidget - Shopify - Slack - Webflow - WordPress - Zapier ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Complaint Management Software](https://www.softwareadvice.com.au/directory/499/complaint-management/software) ## Related Categories - [Complaint Management Software](https://www.softwareadvice.com.au/directory/499/complaint-management/software) - [Customer Satisfaction Software](https://www.softwareadvice.com.au/directory/4627/customer-satisfaction/software) - [Customer Communications Management Software](https://www.softwareadvice.com.au/directory/4742/customer-communications-mngt/software) - [Issue Tracking Software](https://www.softwareadvice.com.au/directory/4318/issue-tracking/software) - [Help Desk Software](https://www.softwareadvice.com.au/directory/4160/help-desk/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.com.au/software/2764/salesforce-sales-cloud) — 4.4/5 (18806 reviews) 2. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 3. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1787 reviews) 4. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3470 reviews) 5. [LiveChat](https://www.softwareadvice.com.au/software/27068/livechat) — 4.6/5 (1727 reviews) ## Reviews ### "Customer service tool" — 5.0/5 > **Coral** | *24 April 2026* | Consumer Services | Recommendation rating: 9.0/10 > > **Pros**: The best thing about helpdesk for me is that everything I need to provide excellent customer service is available under the same app. Moreover, I can see if the customer read my email or not as that way I can keep checking in with the customer. > > **Cons**: The only thing that I dislike about Dashboard is the AI system that it uses to draft automatic replies sometimes, because it has not been trained enough. > > I love using helpdesk and it really is an asset to our company. It makes reaching out to the customers so easy. ----- ### "Help Desk - Taking Care of Customers 24/7" — 5.0/5 > **Larry** | *5 March 2025* | Oil & Energy | Recommendation rating: 9.0/10 > > **Pros**: It provides a way to make sure every customer is taken care of when we have no agents available. > > **Cons**: It's a feature that would be good to be included in the future: a translation app like Translate GPT. > > We've been using it since mid-January, and it's working perfectly. Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all being tracked so nothing gets left undone. ----- ### "Overall good" — 3.0/5 > **Noemi** | *18 August 2025* | Entertainment | Recommendation rating: 4.0/10 > > **Pros**: I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email. > > **Cons**: I don't like if some other agent replies on a ticket I created, it will unassign me and assign to that agent and I can't see it anymore in my tickets list > > Overall good, but I would definitely improve the assigning issue I mentioned above. I feel like HelpDesk is a bit limited and feels childish in design too, I used better ticketing tools before, like Zendesk. ----- ### "Overall very convenient" — 5.0/5 > **Tim** | *11 March 2025* | Computer Hardware | Recommendation rating: 8.0/10 > > **Pros**: Keeps things organized and tidy. The big benefit is the read receipts as confirming delivery of responses. The other features like canned responses for common issues and automated tasks based on pending tickets is very useful. > > **Cons**: Sometimes the replies from a customer includes the entire reply chain instead of just the most recent reply, but that's it. > > Overall it's been very helpful in managing tickets. ----- ### "Efficient and User-Friendly Support Tool works really well because it highlights both usability and performance without sounding exaggerated." — 5.0/5 > **Bruna** | *19 March 2026* | Information Technology & Services | Recommendation rating: 7.0/10 > > **Pros**: What I liked most about HelpDesk was its intuitive interface and ease of use. It made managing tickets, tracking issues, and communicating with customers very efficient. The organization of information and automation features also helped streamline daily tasks. > > **Cons**: One aspect I liked least about HelpDesk was that some features felt limited or not as flexible as expected, especially when handling more complex workflows. There is room for improvement in customization and advanced options. > > Overall, my experience with HelpDesk has been positive. The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that could be more flexible or streamlined, it remains a reliable tool for managing support tasks. ----- Page: 1 / 9\ Next: [Next page](https://www.softwareadvice.com.au/software/150799/helpdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/150799/helpdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data